| Why would my credit card be declined? |
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A credit card can be declined for many reasons. Possible reasons why the credit card would fail are incorrect credit card number, incorrect expiration date, incorrect card holder name, incorrect security code, insufficient funds, declined by the credit card company, and address verification.
Please make sure that all credit card details are entered EXACTLY as they appear on the card and monthly statement. |
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| What methods of payment do you accept? |
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You may pay for Callcentric services you have purchased using any of the methods below:
Credit Cards - Any card with American Express, Discover, MasterCard, and Visa logos:
   
Debit cards - Any debit card with a MasterCard or Visa logo:
PayPal:
Direct wire/bank transfers - If you do not have access to any of the above we will accept direct wire transfers however there is a processing fee for wire transfers. Please see this FAQ for more information on wire transfers.
We do not accept Western Union, MoneyGram, personal or corporate checks, money orders or any method of payment not listed above. |
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| How do I add/edit my credit card information? |
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To change your credit card information simply login to your My Callcentric account and:
- Click Preferences
- Click CREDIT CARDS
From here you will be able to add, delete and edit current cards. You will also be able to set the default card. Be sure to keep an eye out for emails and alerts regarding cards that are about to expire soon. |
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| What happens to the balance in my account if I cancel all my services with Callcentric? |
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Per our Money Back Guarantee Policy: If you choose to cancel your account with Callcentric, we will provide you a full refund of any funds that were deposited into your account within 90 days of the date that your cancellation request was initially submitted.
Refunds will be provided directly to your Credit Card, PayPal account, or with a check sent to you via postal mail (checks will only be used to provide a refund for funds deposited to an account via Wire/ACH Transfer).
Please note that payments submitted outside of the 90 day cancellation window unfortunately cannot be refunded; however these funds can remain on your account as a service credit that is yours to use at any time.
To cancel service please read this FAQ.
To request a refund please contact us.
*In order to receive a refund your balance must be greater than $2.10. This is because there is a $0.70 MBG fee, as described here, and a minimum requirement of $1.40 for credit card transactions, according to transaction processors. In cases where your funds are less than $2.10 we simply leave the full amount in your balance for use at anytime, since your Callcentric balance does not expire.
**Please be aware that it may be possible to reduce your balance with us by placing more calls outside of your rate plan, purchasing additional products and paying for them with your balance, or selecting that your rate plans and features that have monthly re-occurring fees will be charged from your balance first, and then a credit card. |
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| How can I cancel my Callcentric service / account? |
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To cancel services simply click the view details and modify your products here link on the main My Callcentric web page. Then just click the "Cancel this product link" next to each product you wish to cancel.
You may cancel your service at any time, except on 27th of the current month, through the end of the current month.
To request a refund, in-line with our Money Back Guarantee Policy, please contact us.
*Please be aware that it may be possible to reduce your balance with us by placing more calls outside of your rate plan, purchasing additional products and paying for them with your on-hand account balance, or selecting that your rate plans and features that have monthly re-occurring fees will be charged from your balance first, and then a credit card. |
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| What can I manage by logging into my account? |
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Here's a brief list of the things you can manage by logging into your account:
Contact Information
Name, Address, Telephone #, email addresses
Login/General information
Username and password for web access
Username and password for SIP device/software access
Forgotten password question and answer
Time zone
Calling Preferences
Caller ID to send
Do not disturb
Caller ID blocking
Call waiting
Anonymous call rejection
Voicemail Preferences
Voice mail timeout
Voice mail email alerts
Phonebook/directory
Phone book / Speed dial
Reports
Tracking of all inbound and outbound calls and voice mail received
View transactions
View bill statements
View call history
Products and Services
Rate plans ordering and modifications
Voice Mail ordering and modifications
Real phone number/DID ordering and modifications
Billing Settings
Auto recharge settings
Add funds to your balance
Add and remove credit cards
Rates
Download our rates in CSV format by clicking on the Rates link at the top of your My Callcentric account. |
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| What is the "Default card"? |
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The default card as it is listed under Payment options --> Your credit card is the card we will automatically charge every month for any monthly services you have subscribed to; as well as for autorecharging your balance if you have enabled the autorecharge feature.
Please note that your default card is the ONLY card we will automatically charge for payment of monthly services, or for autorecharge amounts. Since we will only automatically charge the default card, please be sure that it is valid and not expired at all times.
You may change your default card at any time by logging into My Callcentric and selecting the Payment options --> Your credit card menu option. |
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| What are the limitations of using PayPal with Callcentric? |
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PayPal can be used to pay for Callcentric services in the same way a credit card can with one limitation:
Currently all re-occurring services (such as services with monthly fees) cannot be charged on a re-occurring basis with PayPal. This means that you will be able to buy a monthly service; however it cannot automatically renew via PayPal.
The solution to this is to modify your payment options https://www.callcentric.com/login/ to bill from your Callcentric balance first, then a credit card. You must then have enough funds in your balance to pay for the service every time it re-bills (such as monthly).
You can always add additional funds to your Callcentric balance using PayPal or a Credit Card to ensure you will have enough funds in the balance to pay for any re-occurring services such as monthly rate plans and other features.
You will also be reminded a few days before billing begins so that you can top-up your Callcentric balance to have funds available to renew your services. |
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| How are incoming minutes charged on phone numbers products that have per minute fee? |
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For phone number products that have per-minute incoming rates the cost of the incoming call is deducted from your Callcentric account balance.
You must have funds in your Callcentric account balance in order to pay for and receive incoming calls if your phone number is billed at a per-minute rate.
You can ADD funds to your Callcentric account balance by logging into your account; and you may also want to enable auto-recharge using a credit or debit card to ensure you always have money available in your balance to pay for an incoming call. Auto-recharge settings may be modified by logging into your account.
Here are two Inbound plans that have per minute call charges:
Pay Per Minute plan
$0.015 cents/minute(1.5 cents/min) on all Inbound calls
Toll Free plan
Inbound from US48: $0.0198 cents/minute
Inbound from Canada: $0.0240 cents/minute
Inbound from Hawaii: $0.0690 cents/minute
Inbound from Alaska: $0.0220 cents/minute
Inbound from Caribbean: $0.0690 cents/minute
Inbound from Guam: $0.0990 cents/minute
Note: Calls answered by Voicemail will also see the per minute charges. |
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| Why are my services going to be canceled soon? |
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If you log in to your account near the end of the month and see a message like the one below:
"This product not billed and will be discontinued at... "
Please take the time to look over your product and payment settings to make sure that your services will be able to be re-billed for the next month. You may want to check to make sure that:
A - If you do not have a credit card, and are using PayPal or are receiving funds from an Agent, that you have sufficient funds in your account. You can also make sure that your payment options are set to bill from your balance first then your credit card, this is mentioned in our PayPal FAQ
B - If you have a valid credit card that your credit card(s) has/have sufficient funds to re-bill for your services.
Once you are sure that your services should be re-billed you can then ignore those specific messages.
If you services are canceled you can easily re-order them. To re-order your rate plan click here. To re-order your DID/phone number click here.
If you are still unsure you can always contact us for further assistance. |
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| How can I make sure that my services will be billed properly every month? |
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At Callcentric we begin billing on the 27th of the month through to the end of the month. Emails are sent out to end users on the 20th of the month notifying them of the billing cycle and users are responsible for making sure that their accounts are configured properly in order to keep their recurring services.
*If you receive a product cancellation message in your account or through email please view this FAQ.
You can easily make sure that our systems are able to bill your services every month by setting up your account properly the first time. You can use the guidelines below to assist you:
Billing from your balance:
*If you are using PayPal please read our PayPal FAQ.
You can first make sure that your Callcentric balance has enough to bill for your services. To do this you can either add funds through your credit card manually or add funds through PayPal. You can also turn on auto-recharge to automatically add funds to your account balance ONLY through a credit card if your balance reaches a certain level.
*If you do not have a credit card then your services will NOT be billed if your balance is not sufficient to pay for your services. If you do have a valid credit card on your account then depending on the total for your services our systems will either bill only from your credit card or split between your balance and your credit card.
Billing from a credit card:
If you have set your billing preferences in your My Callcentric account to bill from your credit card only please make sure that there are enough funds in your credit card by the 26th of the month. |
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| How do I send Callcentric a Wire Transfer? |
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If you wish to send Callcentric a Bank Wire Transfer you may do so, however we process Wire Transfers manually so there will be a delay in posting the funds to your account balance after we receive them.
Please note that we will deduct $27.00 from the amount received to cover our banks wire fees. If you send $500.00 or more we will waive the $27.00 wire fee.
To send a Wire Transfer to Callcentric please do the following:
1. Open a trouble ticket on your account requesting our banks wire transfer details if you do not have the details already.
2. After the wire has been sent please open a trouble ticket on the account you would like the funds credited to including the following information:
- Date wire was sent
- Amount of wire
- The account name/company name wire was sent from
- The bank name
- Account number sent from
3. Once we receive your Trouble Ticket we will look for your wire and credit your account. Please note that wires generally take at least 1 full business day to clear when sent from the USA, and at least 2 full business days to clear when sent from outside the USA depending on the originating and intermediary banks. |
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| Where can I send my numbers with call treatments? |
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You have the option of choosing the exact destination for your incoming calls with call treatments. This can range from a single location to multiple locations using simultaneous ringing or call hunting. For any rule to a single destination you have the following choices:
- Voice mail: Send to voicemail
- Fax: Send to fax
- Calling Card: Send to the calling card feature
- Error message: Send to a Callcentric error message stating that the user is unavailable
- Busy tone: Send to a busy tone
- Error message: Number disconnected: Send to a message stating that the number has been disconnected. This is different from the "user unavailable" error above in that this error states that the number which was dialed itself is disconnected
- Send to my phone: Send to your currently reregistered SIP UA
- Send to my extension: Send to one of the extensions on your account.
- This number: Send to the SIP URI, Callcentric 1777 number or PSTN number (mobile or landline) of your choice
Note: All calls forwarded to a PSTN number (mobile/landline) are billed per minute as described here. Calls to other Callcentric subscribers or other SIP users are not billed. |
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| How do I use simultaneous ringing and call hunting? |
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Simultaneous ringing and call hunting add an extra dimension to your call handling/forwarding options allowing you to deliver your incoming calls to multiple destinations with a single rule. You have the option of delivering your incoming calls to 5 different destinations, with the final destination allowing you to send to voicemail, your calling card, fax or a busy tone. Simultaneous ringing and call hunting are described as follows:
- Simultaneous ringing: Use this option if you wish to have multiple phones ring at once. Your phones will stop ringing after one of the destinations picks up or the specified ring time times out in which case the call will be sent to the 2nd location
- Call hunting: Use this option to have our system search for you by ringing each destination for a specific number of seconds. If the first destination does not pickup then the next destination will be tried until the call reaches the last location
For each destination you may send to either a number, extension or a SIP URI.
You also have the option of setting the number of seconds a call will ring for. Please note that the actual ring tones are not the same as seconds and you will not be able to calculate ring seconds simply based on the number of ring tones.
Finally you can choose to require dialing "1" to accept the call. Please note that you may want to leave this option disabled if you are sending calls to a PBX with an IVR, as the call may timeout since the IVR will not be able to dial "1".
As you can see call hunting and simultaneous ringing offers you many options for the delivery of your call. You no longer need to be tied down to a single location. |
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| The Telemarketer Block Feature is currently "greyed out" in the My Callcentric Portal, how do I activate it? |
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If you see that the Telemarketer feature is grayed out and disabled then please check to see that you are not setting up your Call treatments with a Redirect call to: destination as one of the following:
- Voice mail
- Calling card
- Error message
- Busy Tone
- Error message: Number disconnected
If using any other Redirect call to: destination you will be able to configure the telemarketer block. This is because the destinations listed above are ultimate end points that do not require human interaction.
If you still have further questions on this topic please contact us for further assistance. |
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| The Telemarketer Block Feature is currently "greyed out" in the My Callcentric Portal, how do I activate it? |
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If you see that the Telemarketer feature is grayed out and disabled then please check to see that you are not setting up your Call treatments with a Redirect call to: destination as one of the following:
- Voice mail
- Calling card
- Error message
- Busy Tone
- Error message: Number disconnected
If using any other Redirect call to: destination you will be able to configure the telemarketer block. This is because the destinations listed above are ultimate end points that do not require human interaction.
If you still have further questions on this topic please contact us for further assistance. |
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| Do you support Inbound and Outbound messages to Short Codes? |
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Yes. However, some Services/Online platforms ONLY support SMS to Wireless Numbers (AT&T Wireless, Verizon Wireless, T-Mobile etc...). Because we are not a Wireless Provider, our Numbers will appear as Non-Wireless.
The same applies when these platforms send messages from Regular 10-digit Phone Numbers. Sending side has to permit the use of Non-Wireless Numbers.
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Here is a list of Companies/Services that support the use of Non-Wireless Numbers:
- Amazon, Apple, Bank of America, Binance US, Booksy, Bumble, Capital One, Chase, Chargeasap, Cash App, Coinbase, CRA(Canada Revenue Agency), DivvyPay, Ebay, Everbridge, Facebook, Gemini, HMRC(HM Revenue and Customs), Kohls, Lyft, Nixle, Paychex, PayPal, Porkbun, Seamless, Signal(msg. app), Sodastream, TD Ameritrade, Uber, Vanguard
Here is a list of Companies/Services that DO NOT support the use of Non-Wireless Numbers:
- AdWallet, Discord, PayPal Credit, Ticketmaster, Tinder, Twitter, Uber Eats, Venmo, Whatsapp, Yahoo, Youtube.
The above is not a complete list. It is derived from User feedback. Note: The Platforms can change their Support for Non-Wireless Numbers at any time.
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| Do you support Inbound and Outbound messages to Short Codes? |
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Yes. However, some Services/Online platforms ONLY support SMS to Wireless Numbers(ATT Wireless, Verizon Wireless, T-Mobile etc...). Because we are not a Wireless Provider, our Numbers will appear as Non-Wireless.
The same applies when these platforms send messages from Regular 10-digit Phone Numbers. Sending side has to permit the use of Non-Wireless Numbers.
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Here is a list of Companies/Services that support the use of Non-Wireless Numbers:
- Amazon, Binance US, Booksy, Bumble, Chase, Chargeasap, Cash App, Coinbase, Everbridge, Facebook, Gemini, Google, Kohls, Lyft, Nixle, Paychex, PayPal, Porkbun, Seamless, Signal(msg. app), Sodastream, Uber
Here is a list of Companies/Services that DO NOT support the use of Non-Wireless Numbers:
- PayPal Credit, Twitter, Uber Eats, Wells Fargo, Yahoo
The above is not a complete list. It is derived from User feedback. Note: The Platforms can change their Support for Non-Wireless Numbers at any time.
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